How We Handle Complaints

We hope you never need to complain, but if something goes wrong, we want to make it easy for you to tell us and get a resolution quickly. We take every complaint seriously and have a structured process to ensure fair, transparent, and timely resolution.

What you can report

Our complaints system handles a range of issues that may occur during or after your cleaning service:

• Quality issues - areas not cleaned properly, missed rooms, or work not meeting standards
• Breakage - items accidentally broken during the clean
• Damage - property damage that occurred during the service
• Theft - suspected theft of belongings (these are treated with highest priority)
• Professional conduct - concerns about cleaner behaviour or communication
• Other issues - anything else that didn't meet your expectations

How to raise a complaint

The quickest and most effective way to report an issue is through your dashboard:

• Log into your Servella account
• Go to your bookings and find the relevant clean
• Click "Report an Issue" on the booking
• Select the booking you want to report about (only bookings that have started are eligible)
• Describe the issue in detail - the more information you provide, the faster we can help
• Add photos if relevant (you can upload up to 5 photos, maximum 10MB each)
• Submit your complaint and receive a reference number immediately

Alternative ways to contact us

If you prefer not to use your dashboard, you can also reach us through:

• Email: support@servella.co.uk - include your booking reference in the subject line
• Phone: Call during our support hours (Monday to Friday, 9am to 5pm)
• Contact form: Use the form on our website

What to include in your complaint

To help us resolve your complaint as quickly as possible, please provide:

• Your booking reference number (found in your confirmation email or dashboard)
• The date and address of the clean
• A clear, specific description of what went wrong
• Photos showing the issue - these are extremely helpful for quality complaints, damage, or breakage
• Details of any items affected, including estimated value if applicable
• What resolution you're hoping for

What happens after you submit

Once you submit a complaint, our team follows a structured process:

• Immediate acknowledgement - you'll receive a reference number straight away
• Review within 24 hours - our team reviews your complaint and may contact you for more details
• Investigation - we speak to the cleaner involved and review all relevant information
• Resolution - we'll propose a fair resolution based on our findings
• Follow-up - we may check in to ensure you're satisfied with the outcome

Tracking your complaint

You can track the progress of your complaint at any time:

• Go to your dashboard and click on "Complaints" in the menu
• View all your submitted complaints and their current status
• Status: Submitted - your complaint has been received and is awaiting review
• Status: In Progress - our team is actively investigating and working on a resolution
• Status: Awaiting Your Response - we need additional information from you before we can proceed
• Status: Resolved - a resolution has been determined, which you can review
• Status: Closed - the complaint has been fully resolved and archived

When we need more information

Sometimes we may need additional details to resolve your complaint effectively. If your complaint status shows "Awaiting Your Response":

• Check your complaint details page for specific actions required
• We may ask you to provide a written response with more detail
• We may request photos - you'll receive a secure link to upload them
• A progress bar shows how many actions you've completed
• Your complaint will continue once you've provided the requested information

Our response times

We have service level agreements to ensure timely handling of complaints:

• Initial acknowledgement: Immediate upon submission
• First review: Within 24 hours
• Customer contact: We aim to reach out within 48 hours if needed
• Resolution: Most complaints are resolved within 5-7 working days
• Complex cases: Up to 14 days for complaints requiring detailed investigation

How we prioritise complaints

We categorise complaints by severity to ensure urgent issues receive immediate attention:

• Critical (immediate): Personal injury or safety concerns - handled with highest priority
• High priority: Theft allegations or damage valued over £500
• Medium priority: Damage or breakage valued over £100
• Standard: Quality issues and other complaints

Possible outcomes and resolutions

Depending on your complaint and our findings, we may offer:

• A sincere apology and explanation of what went wrong
• A free re-clean to address quality issues
• Partial refund for minor issues or incomplete work
• Full refund for serious service failures
• Account credit towards future bookings
• Financial compensation for damage or loss caused by our service
• Action taken regarding the cleaner involved, including additional training or removal from our team

Compensation for damage or loss

If your complaint involves damage to property or loss of items:

• We investigate thoroughly and assess the situation
• For verified damage, we offer fair compensation based on the item's value
• Compensation is typically applied as account credit or, in some cases, direct payment
• You'll see any compensation awarded clearly displayed on your complaint record
• For high-value claims, our insurance may be involved - we handle all paperwork for you

Activity timeline

Every complaint has a detailed activity timeline so you can see exactly what's happened:

• When your complaint was submitted
• When status changes occur
• When you've provided responses or uploaded photos
• When the complaint is resolved and closed

If you're not satisfied

If you're not happy with how we've handled your complaint:

• Contact us to request escalation to a senior manager
• The senior manager will review your case independently
• You'll receive a final response with our position
• For unresolved disputes, you may be able to use alternative dispute resolution services
• We're committed to learning from complaints and improving our service

Our commitment to you

We view complaints as opportunities to improve. Every complaint is logged, analysed, and used to enhance our service. We're committed to treating you fairly, responding promptly, and finding resolutions that leave you confident in choosing Servella again.